Analisis Pengaruh Kualitas Produk dan Kualitas Pelayanan Terhadap Kepuasan Pelanggan pada Apotek Rama Jakarta Timur

Yayan Setiawan

Abstract


his research is aimed to seek how is the influence of a business to the fulfilment of the
customers’ necessity and wish towards the product and service quality for the consumer’s
satisfication. The research at “Apotek Rama sejak 1960” Jakarta. The respondents are the
visiting patients and the regular patients as many as 100 patients as the population as well as the
sample who visit and buy drugs at the drugstore, the questionaire data acquired is processed
using a computer software.
The whole questions used in this research for the product quality and service quality at the
customer 0.05 and the customers’ satisfaction is acquiered the regression equation that is:

Y = 76,684 + 1,123 X1 + 1,087X2

Test F shows F score is 116,129 > F tabel 3,09 with the significant level 0,000 < 0,05
at the trust level 95% ( = 0,05), thus H0 is rejected and Ha is accepted that means there are
significant influences between the Product Quality variables (X1) and Service Quality (X2)
together with the employees’ performance.
Test t shows Product Quality Variables (X1) with scores Sig = 0,000 < 0,05 , scores nilai
tcount = 13,219 sedangwhile ttable = 1,984, thus tcount= 13,219 > ttable = 1,984. This
shows partially that the Product Quality variables influences positively and significantly towards
the customers’ satisfaction.
The Service Quality Variable (X2) has score Sig = 0,000 < 0,05 , score tcount = 11, 649
while ttabel = 1,984, thus tcount = 11, 649 > ttable = 1,984. This shows partially that the
Service Quality Variables influence positively and significantly towards the customers’
satisafction.
Key words: Product Quality, Service Quality and Customers’ Satisfaction.


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DOI: https://doi.org/10.37721/je.v16i3.261

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